Automated Exit Surveys

Overview: 

Automated Exit Surveys allow Exit Admins to schedule and send exit surveys automatically and to deactivate employees who are leaving the organization.

Surveys are sent only for employees who meet the system and survey conditions described below.

• The organization must have the Retention service enabled. Reach out to your support rep if you're not sure.
• The employee must have a Last Working Date entered in the system (via User Management or via HRIS integration).
• The exiting employees meet the attribute conditions that were set for the surveys.

Common Questions and Answers: 

Question: What will happen to my past Retention Data?
Answer: All legacy data will be migrated to the new format.

Question: Is there a limit to how many Exit Surveys I can create? 
Answer: No, you can set up as many Exit Survey series as you need. 

Question: Can I send the Exit Surveys to employees using their personal email addresses? 
Answer: Yes, if the exiting employee's company email address is being retired, Admins will need to manually update the email address on the User Management page. If you have an SFTP integration in place, you'll need to work with your integrator to update the email address to the employee's personal email address. This practice may also require a greater number of licenses. You can reference your license utilization by checking the Company Page under settings.

Create and Manage Exit Surveys

Create Exit Surveys

To create Automated Exit Surveys, go to Surveys > Exit > Manage Surveys and click on the blue Create Surveys button in the upper right corner.

• Start by entering the Survey Name
• Select your Audience:
  • All existing employees means the survey will be sent to all existing employees, regardless of other attributes.
  • Custom Audience or Saved Groups means the survey will be sent to existing employees who have attributes matching the chosen conditions or are included in the chosen saved groups.
  • Individuals means the survey will only be sent to selected individuals who are exiting the organization.

• Set the Schedule: Exit Admin can set the schedule up to 30 weeks before the last working day of exiting employees.
  1. Number of days or weeks you want the exiting employees to receive the survey.
  2. Select days or weeks.
  3. Select the hour you want the exiting employees to receive the survey. Note: The survey sending hour will be in the employee’s time zone. If the employee profile does not specify a time zone, the organization's time zone will be referenced. See the Company Page to confirm the timezone.
  4. The length of time the survey will be open. Note: The duration must be shorter than the time before the survey is sent to ensure the employee is active. For example, exit surveys are sent 2 weeks before the last working day at 3 PM, so the duration must be under 14 days.

• Edits Questions: create a new survey from scratch or load a template. 
  Note: Question Branching is not supported at this time. 
• Personalizes Survey Email: Customize the email that will link employees to their Exit Survey. Your customized message will show in the area highlighted in the email preview below. Please note that Exit Surveys are not anonymous, and the top of the email will communicate that to employees.

Notes:

• All exit surveys will be visible surveys.
• Exit surveys will only be sent on weekdays. If the survey send date is set to Sunday, it will be sent to users on Monday instead.
• If the survey send date or time is scheduled after the employee’s last working date, the survey will be sent immediately. For example, if the survey is scheduled to be sent 5 days before the last working date, but the user’s exit date is in the next 2 days. The survey will be sent immediately.
   

Manage Exit Surveys

Exit surveys can be created and saved in draft mode, so Exit Admin can leave and come back at any time to work on the survey or delete it. After Publishing, exit surveys remain active until they are closed by the Exit Admin. Note: Surveys sent to individuals close automatically once all recipients have received them. To close a survey, simply go to the Surveys > Exit > Manage Surveys. 

Exit Admins can view a survey’s receivers by opening the survey details for an ACTIVE survey and clicking the Receivers link in the Survey Details section. This link appears only when the survey has qualified receivers.

Receivers List 

• Received (tab): Lists all employees who have already been sent the exit survey. This view displays each employee’s response status, including employees who are already deactivated. 
  • Received — Survey delivered, and the duration is still open.
  • Submitted — The receiver has submitted their response.
  • Not Submitted — The receiver did not submit a response, and the duration is closed.
  • Skipped — The survey was not sent to the receiver because an Exit Admin skipped it.
    
     

• Queuing (tab): Lists employees who are queued to receive the exit survey but have not yet been sent it. Actions available to Exit Admins. 

  • Modify Last Working Date — Update the selected employee’s last working date; the survey send date will be recalculated in accordance with the predefined rules.
  • Skip Exit Survey — Prevent the survey from being sent to the selected employee. Skipped employees are moved to the Received tab with their Response status set to “Skipped.”

Review Users' Response

Once an exit survey is sent to exiting employees, Exit Admin can review the feedback in real time by going to Surveys > Exit > Responses page and clicking into an individual survey. We offer comprehensive reporting through the utilization of text analytics and heatmaps for questions rated on a scale of 1 to 5. 

You can export results by clicking the downward arrow in the upper-right corner. 

Deactivate Users

Exit Dates can be managed in two ways. You may update them manually on the User Management page, or, if you have an SFTP integration, configure the integration to automatically transmit the Exit Dates.

Notes: We will be developing support for updating Exit Dates via Azure, the API, and the User Upload tool in the near future. 

Option 1 - Deactivate users via the User Management page

If you have Engage Admin or Super Admin permissions, you can follow these steps. Go to Settings > User Management and search for the employee you're going to Exit. Click on the ellipses on the right and select "Deactivate and Exit". 

Exit Details form fields:

• Account Deactivation Options
  • Immediately Deactivate: Choose this option to deactivate the selected employee immediately. Automated exit surveys will NOT be sent to these users. You will receive a confirmation that the employee has been deactivated.
  • Choosing a last working date: Choose this option to schedule automatic deactivation on the selected last working date. Deactivation will occur at 5 pm in your organization’s time zone. Admin can still select to skip sending exit surveys to the employee. After the form is submitted, the Admin can modify the Last Working Date before it becomes effective. Admin can modify or update exit details (exit type, reasons for leaving, performance rating, notes) at any time, even after the user is deactivated.
• Exit Type: Select either Resignation or Termination. 
• Reasons for leaving: Select one or multiple reasons per user.
  • Reasons for resignation: Career Change; Compensation / Benefits; Personal Reasons; Retirement; Work-Life Balance; Other
  • Reasons for termination: Culture Fit; End of Contract / Position Eliminated; Lay-off; Performance; Other
• Performance rating: Make your selection on a scale from 1 (Low) to 5 (High).
• Notes: Add additional text comments

If the exiting employee is a Manager, we advise that Admins transfer the direct reports to an active user before deactivating the manager. This step is optional; Admin can skip it and update it later before the user is deactivated. Transference will occur at 5 PM on the last working date in the organization's timezone (same deactivation time). An alert message will appear in the User Profile to inform the Admin of this transfer. 

Option 2 - Update SFTP integration

If you have an active SFTP integration, please collaborate with your integrator to include the Exit Date in the file feed. The Exit Date must adhere to the following format: mm/dd/yyyy. 

Please also consider the frequency at which your employee data is synchronized. The default synchronization frequency is once per week; however, you may wish to increase this to every weekday to ensure Exit Dates are updated promptly, thereby minimizing delays in the delivery of Exit surveys. 

NOTE: All employees will be deactivated at 5 PM of the organization's time zone and not the time zone that the employee lives in. 

• Example: If the organization is on East Coast time (GMT-5) and the employee is on West Coast time (GMT-8), a 3-hour time difference. 5 PM East Coast is 2 PM West Coast, meaning the employee would be deactivated at 2 pm West Coast time. 
• However, all Exit Surveys will remain open until 11:59 PM in the organization's time zone. 

Bulk Deactivation: 

• Go to Settings > User Management and select multiple users. Click on button Bulk Actions, then choose Deactivate
• On the Deactivate Bulk Users page, you can apply the same deactivation settings to all selected employees and then complete their exit details individually.
• Account Deactivation
  • Immediately deactivate: Choose this option to deactivates users right away. Once deactivated, they will no longer receive any surveys, including exit surveys.
  • Choose a last working date: Choose this option to schedule deactivation on selected date. Deactivation will occur at 5pm in the organization’s timezone. You can also choose to skip sending exit surveys.
• Add Employees: Search to include additional users in the bulk deactivation.
• Click on button Apply to review exit information before finalizing deactivation. 
• Admins can edit exit date for each employee individually without affecting others.
• Exit details form can be completed now or later using the three‑dot menu next to each user.
• If the exiting employee is a Manager, a new manager can be assigned at this stage or later.
• Click on button Submit to proceed deactivation. 

Bulk Deactivation in User Upload Tool

Now Self-Service User Upload Tool has supported bulk deactivation with new optional fields are added

• Exit role: This determines a user's Exit Permission level. Accepted values: Admin or No Access. If the field is left blank, the user will be set as No Access automatically
• Exit date: This is the date that this user exited the organization. This field is used to trigger automated exit surveys and deactivation flow. The only accepted format is MM/DD/YYYY. Any other format will cause an error or invalid data population.
• Note:
  • To deactivate users immediately, set status as "Deactivated". The Last Working Date would be set as the date of deactivation. 
  • Currently, other exit details (such as exit type, reasons for leaving, or performance rating) are not supported via the User Upload Tool

Exit Dashboard

Only Exit Admins can access the Exit Dashboard. This dashboard will replace the Retention Dashboard and Retention Reporting—those pages will no longer be accessible.

The dashboard contains five fixed widgets that cannot be rearranged or removed.

Data can be filtered by Attributes, by a custom time range, or by both. By default, the dashboard shows company exits year-to-date (January 1 through today).